Date Received: 2022-10-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At the end of XXXX I got XXXX and had to miss XXXX days of work so missed a full paycheck. I signed up for the forbearance plan and missed XXXX payment. I started making payments again and contacted the company every week for three months to get the payment moved to the end of the loan like I had been told would happen. After three months I was informed I only missed XXXX payment so I did not qualify and was instructed to go back on the plan and miss XXXX more payments in order to get the payments placed to the end of the loan. So I did what I was instructed to do. That was up at the end of XXXX. I called and thought I got the process started to move the payments, they told me they had submitted the paperwork. In XXXX I called to make the monthly payment and they refused to allow me to pay my regular payment. They say I have to pay a lump sum to catch it up. I sent in all of the paperwork and check stubs that they requested and still they have not done the modification to move the payments to the end of the loan and continue to refuse to allow me to resume payments. I need help to get this resolved before we lose our home.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OK
Zip: 740XX
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried to do modification 5 times with this property the 4th time they declined my modification because the signature was not all on the same line. Every time I went to have it notarized I called Mr. Cooper and asked them how to sign it.. They declined my last signature 2nd 2nd to it not being all on the same line. They told me to re apply I am in the process of doing that and every time I submit information they find something wrong with it.. They tell me that it's OK and then A-day or 2 later things are not OK I am struggling with this company this company and I'm very frustrated as to why they are turning everything of in everything around and making it difficult for me to do this process I feel I need some help in dealing with this company
Company Response:
State: PA
Zip: 19050
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was on a COVID-19 Forbearance plan with my previous servicer and then my loan was transferred to Mr. Cooper. I informed the new servicer my hardship has ended and I was ready to pursue a post forbearance option. The servicer collected some financial information and weeks later I received a letter in the mail dated XX/XX/XXXX saying I was denied for a FHA HAMP Modification due to excessive obligations in relation to income. I reached back out to the servicer to determine why I was denied and to ask if I was reviewed for all available options. The agent I spoke to claimed I was reviewed for all options and they gathered updated income information from me. I later received an approval dated XX/XX/XXXX for the FHA HAMP Modification but the payment increased by {$700.00}. I then received a letter dated XX/XX/XXXX saying I was denied for a Partial Claim due to exceeding statutory maximum and denied for a FHA Disaster Modification due to insufficient monthly payment reduction. I shared this information with a close relative who works in Loss Mitigation who suggested I call back to specifically ask if I was reviewed for FHA 's COVID-19 Advanced Loan Modification ( ALM ) and FHA 's COVID-19 Recover Modification. The agent I spoke with wasn't aware of those programs. I attempted to escalate by asking to speak with a Manager. I was informed all managers were in a meeting and that a call back request would be submitted. I was told I should get a call back within 48 hours. Two business days later I called back because I didn't receive a call back from a manager. The agent said there is an appointment for a manager to call me back at XXXX the following day which was beyond the 48 hour response I was promised. The next day, I didn't receive a call back at XXXX as promised but I waited until XXXX XXXX which would have been XXXX where the servicer is located before calling back in. I spoke with another agent to inquire about the manager call back and my review for FHA 's COVID-19 ALM and FHA 's Recovery Modification. This agent wasn't familiar with those options either and she claimed I didn't qualify for the FHA Disaster Mod due to not being current as of XX/XX/XXXX which contradicts what the denial letter disclosed. Both COVID-19 ALM and COVID-19 Recovery Modification does not have a requirement for the loan to be current as of XX/XX/XXXX nor does there has to be a payment reduction as mentioned in the previous denial letters. The COVID-19 Recovery Modification would be beneficial for me because it offers a 40 year term combined with a Partial Claim which would offer a payment that's roughly {$400.00} less than the modification I was approved for.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 77469
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: During the process of selling my home, I received a notice from our attorney on XX/XX/XXXX stating that XXXX XXXX found a " Title Defect '' on my property. XX/XX/XXXX Mortgage Recorded XX/XX/XXXX Book XXXX Page XXXX with XXXX County State of New York Lender XXXX XXXX XXXX XXXX XXXX XXXX Assignment of mortgage dated XX/XX/XXXX Assignor : XXXX XXXX XXXX successor by merger to XXXX XXXX XXXX XXXX, XXXX Assignee : Nationstar Mortgage, LLC Recorded XX/XX/XXXX Book XXXX Page XXXX with XXXX County State of New York Note : Assigns the mortgage above at XXXX Mortgage Satisfaction dated XX/XX/XXXX Lender : XXXX XXXX XXXX successor by merger to XXXX XXXX XXXX XXXX, XXXX Recorded XX/XX/XXXX Book XXXX Page XXXX with XXXX County State of New York Note : The above mortgage recorded in XXXX as assigned by XXXX was incorrectly satisfied by XXXX XXXX XXXX successor to XXXX XXXX XXXX XXXX, XXXX instead of the holder of the loan, Nationstar Mortgage LLC. Nationstar is now doing business as Mr. Cooper XX/XX/XXXX I contacted, via email, Nationstar Mortgage dba Mr. Cooper and explained the situation asking that they correct the filing as soon as possible prior to the scheduled closing date of XX/XX/XXXX. XX/XX/XXXX I contact, via telephone, Nationstar dba Mr. Cooper and spoke to a representative who stated I needed to send an email to XXXX. I did this. I received no response. XX/XX/XXXX I sent in another email, I also called and spoke with a XXXX who stated I should fax the information to XXXX. I did this. I received no response. XX/XX/XXXX I called again and spoke with a XXXX and also a XXXX XXXX claim the satisfaction was filed correctly. I asked for the escalation department telephone number so my attorney and I could call together and explain why the satisfaction was filed incorrectly back in XXXX. I was disconnected. I called back and was told that the department that handles this type of situation does not accept incoming nor do they make outgoing calls. I sent another email. XX/XX/XXXX @ XXXX an unidentified representative from mr. Cooper called stating the satisfaction was filed correctly, and when I tried to explain why it wasn't I again was disconnected. XX/XX/XXXX @ XXXX I went online and did a virtual chat with a XXXX. She stated that a request is into Lien Release Department to correct the problem and I should wait 7 business days for a response. I did not receive a response. XX/XX/XXXX I was able to close on the sale of my property however I had to sign an Undertaking and Indemnity statement saying I would have the title defect fixed. XX/XX/XXXX. I called spoke with a XXXX who again reiterated that the research department is an internal department that does not receive or make outside calls. She put me on hold for 20 minutes and I again was disconnected. I called back and spoke with XXXX, who stated that always have calls " drop '' so he took my number to call me back in case the call dropped. It did, and he did call me back. He advised that an order had been placed for the correction to be filed with XXXX County, State of New York and told me that this order was placed on XX/XX/XXXX and does not know why is has not been executed yet. he sent in another request to have the satisfaction filed in XXXX amended. XX/XX/XXXX XXXX I called and spoke to XXXX XXXX she was not very helpful at all and said she would send in another request into the Lien Release Department XXXX She took my telephone number to have someone from that department call me. No one has. It is now XX/XX/XXXX - I have not received the corrected filing, I spoke with the XXXX County Clerk and they have not received an amendment request. The XXXX XXXX XXXX is withholding funds from my closing until I get this situation with the incorrect filing of the satisfaction from XXXX corrected., stating that the defect '' will remain on the title even though the entire mortgage was satisfied when I sold the property XX/XX/XXXX. I am getting nowhere with Nationstar dba Mr. Cooper and I do not think it is right that I am being held financially responsible for the mistake they made in the first place back in XXXX when I refinanced my loan.
Company Response:
State: NY
Zip: 12078
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am on a Homeowners assistance fund application. I was approved and XXXX paid my loan up to date in XXXX. Then I was switched to Mr Cooper so we had to start all over again. Mr cooper is taking their time getting the informaiton to the state of AZ and in the meantime keeps calling me and sending me threatening letters. I told them I am on the HAF and to read the notes. Today XXXX called and I explained to her again I am on the HAF and she said " Well we will continue to call until YOU pay ''. It is them we are waiting on. Mr Cooper needs to get the info requested to AZ so they can pay.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: AZ
Zip: 85340
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On XX/XX/XXXX, XXXX XXXX employee of Nationstar Mortgage, LLC signed a verified mortgage complaint under penalty of perjury, which states, Plaintiff holds the note & mortgage. The complaint further states Borrower ( s ) owe plaintiff {$19000.00} that is due on the principal on the note and mortgage interest from XX/XX/XXXX, late charges, costs of collection and reasonable attorney fees and such other expenses as may be permitted by the mortgage. The complaint states the owner of the subject property is XXXX XXXX, which is also materially false, fictitious, or fraudulent statement as XXXX XXXX XXXX XXXX XXXX acquired the property as a married couple and XXXX is a tenancy by entirety state. The complaint states The interests of each defendant are subject, subordinate, and inferior to the right, title, interest, and lien of Plaintiffs mortgage, unless as otherwise provided by law. This is false, fictitious and is misrepresentation, as the Nationstar Mortgage, LLC never had any right, title, interest or mortgage lien on the subject property. Nationstar Mortgage, LLC has never had or owned a first lien mortgage on the subject property XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXXOn, XX/XX/XXXX, SEVEN days after the verified mortgage foreclosure complaint was filed, a corporate assignment of mortgage XXXX XXXXXXXX XXXX XXXX from XXXX XXXX XXXX XXXX XXXX ( as grantor ) to NATIONSTAR MORTGAGE LLC ( grantee ) was recorded in the official land records of XXXX XXXXXXXX XXXX XXXX on XX/XX/XXXX against the fee simple property of XXXX XXXX and XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX , FL XXXXXXXX XXXX The assignment was back dated and executed by XXXX XXXX ( a former employee of Nationstar Mortgage, LLC, signing as the assistant secretary of XXXX XXXXXXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX with XXXX XXXX XXXX XXXX XXXX XXXX as the sole assignor, ( not as a nominee or beneficiary for any lender, mortgage servicer or bank ) located at XXXX XXXX XXXX XXXX, XXXX XXXXXXXX and Nationstar Mortgage, LLC as the assignee.This assignment is fictitious in nature & contains materially false, fictitious, or fraudulent statements as XXXX XXXX XXXX XXXX XXXX did not have any interest to assign and was not a nominee for any party that held interest in the mortgage. There is no assignment in the official records of XXXX XXXX which shows mortgage XXXX XXXX XXXX XXXX as a previous grantee. There is no assignment in the official records of XXXX XXXXXXXX XXXX that would give Nationstar Mortgage LLC employee the authority to assign a mortgage from any party to Nationstar Mortgage LLC. NATIONSTAR MORTGAGE, LLC has never owned a mortgage or a note signed by XXXX XXXX or XXXX XXXX. Nationstar Mortgage LLC has never owned a first mortgage lien on the subject property. Nationstar Mortgage, LLC and its employees have engaged in fraudulent document filing, theft of property and unjust enrichment as well as fraud in the inducement. There are no records which show Nationstar Mortgage, LLC has EVER held a first mortgage lien on the subject property. Theft of real property is a crime.Fabricating assignments of mortgage, fabricated mortgage and note, and payment history from servicers who do not have any interest, title, right or ownership of any debt associated with the homeowners property is a crime. Neither XXXX XXXX or XXXX XXXX has ever been in default to Nationstar Mortgage, LLC. Nationstar Mortgage, LLC was never the owner of a mortgage or a note signed by XXXX XXXX or XXXX XXXX.
Company Response:
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: 15 USC 1681 Section 602 states I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I previously opened up a complaint ( XXXX ) and it has been closed without the issue being resolved. Mr. Cooper provided an untruthful response that they are working on the issue. I am currently on the phone with XXXX XXXX and they ( rep ) have informed me that Mr. Cooper has not been in contact with them to assist with resolving this issue. Can someone take the time to do some research on this issue? At this point, I am filing a complaint with the OCC and seeing what other course of action can be taken since no one seems to be able to resolve our issue. I thought the purpose of the CFPB was to actually do research not just accept a " canned '' response that a company provides.
Company Response:
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Husband died and I was not on the mortgage. I was not working but STRUGGLED to make payments. Bank XXXX XXXX was the mortgagor for 23 years before selling to Serterus. Serterus sold mortgage to Mr Cooper, Mr Cooper sold mortgage to RightPath Servicing in XX/XX/XXXX. I was told by a representative in XX/XX/XXXX that if i applied for forbearance i did not have to make payments for 6 months but could if I wanted. I asked the representative what happens at the end of 6 months ( XX/XX/XXXX ) and the representative said " you will resume your monthly payments. '' ) I had XXXX which has developed into long XXXX, after I had both vaccines and a booster. In XX/XX/XXXX I sent Mr Cooper a payment for {$1100.00} which they accepted. RightPath Servicing took over the account in XXXX XXXX, XXXX. I did not get any statements from RightPath until XX/XX/XXXX. Because my name was not on the mortgage RightPath employees REFUSED to talk to me although I sent an Affadivit of Descent and was told by XXXX XXXX and XXXX XXXX that that was sufficient and It would be approved by XXXX XXXX within 10 business days. I called back after 20 days and spoke with XXXX in Arizona who promised to speak with XXXX XXXX I was not called back by ANYONE at RightPath nor will anyone talk to me. I sent RightPath a check for {$2500.00} via certified mail and return receipt and it was returned to me on XX/XX/XXXX. On XX/XX/XXXX I sent a NEW check for XXXX which has not been credited to my account. Today XX/XX/XXXX I just recived a letter from Rightpath telling me the DOCUMENTS I need and the amount of payoff. The clerk and an ATTORNEY told me the AFFIDAVIT of DESCENT should have been enough because I am the ONLY HEIR. I feel this is and was an unfair practice because I feel they want to foreclose because of the balance is about {$7000.00}!!!! I am 72 years as of XX/XX/XXXX and have long XXXX. Please speak to them on my behalf. No mortgage company wanted the house when I had a HIGH BALANCE but now they do.
Company Response:
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, Mr. Cooper failed to pay my homeowners insurance out of my escrow account. XXXX was due XX/XX/XXXX. I received a notice 30 days after payment was due from my insurance company letting me know my policy had been cancelled. I immediately called my insurance company and put a policy in place effective XX/XX/XXXX. The policy was paid via disbursement from my escrow account. I then received a letter from Mr. Cooper stating that they would retroactively force place insurance for the 30 day period I lacked coverage, even though it was their error. I reached out to Mr. Cooper to remedy the issue and the agent offered to call my insurance company and retroactively reinstate the policy. A second disbursement was made out of my escrow account to my insurance company. I then saw another disbursement for {$110.00} on XX/XX/XXXX from my escrow account where Mr. Cooper charged me for force placed insurance, even though I had insurance for that time period. I again called to remedy the situation on XX/XX/XXXX. The agent acknowledged the error and noted that the policy for XXXX was in their files. She said I could expect a refund within 5 business days. After 10 days, there was no such refund in the account, so I called again. The agent stated that the refund would be in the escrow account within a day or 2. As of XX/XX/XXXX, my escrow account has yet to be credited for the force placed insurance amount.
Company Response:
State: SC
Zip: 29036
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A